Nortel Contact Center Manager, Installation And Maintenance Manual

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Installation and Maintenance Guide 27
October 2007 Getting started
monitor a maximum of 20 simultaneous outbound campaigns. An outbound
campaign is a series of outbound calls for one specific purpose, for
example, a customer survey or a sales promotion. Each outbound campaign
can contain 5000 calls in the call list.
Note: You can queue up to 100 000 outbound contacts, but only 30 000
contacts can be queued using the Open Queue mechanism. Nortel
recommends that you avoid exceeding 30 000 queued contacts.
Use the Outbound Campaign Management Tool to:
„
define campaign parameters
„
import and review call data
„
create agent call scripts
„
monitor campaign progress
„
export campaign data
„
Contact Center Agent Desktop interface: This component is installed on
the Contact Center Multimedia/Outbound server. Agents use Internet
Explorer to connect to the Multimedia server to retrieve the Agent Desktop
interface. The Communication Control Toolkit pushes e-mail messages,
Web requests, outbound contacts, and voice calls to the Agent Desktop
interface. The Agent Desktop interface uses Web services to retrieve e-mail
and outbound campaign information, and customer details and history from
the Multimedia database. Web services are also used to send e-mail replies
and save outbound call details in the Multimedia database.
E-mail contacts are presented to agents through the Contact Center Agent
Desktop interface, where agents can:
„
verify customer information
„
access historical e-mail to and from the customer
„
create responses to customer inquiries
„
provide a closed reason (if configured)
While an outbound campaign is running, contacts are presented to agents
through the Contact Center Agent Desktop interface, where the agents can:
„
preview contact information
„
review call scripts (if configured)
„
save scripts
„
select a disposition code